Lithium Forum Integration with Genesys

[Priya]

Hi,

I have to integrate Lithium forum with Genesys but I didn't find any document on Genesys support site showing steps for integration.

If someone has any idea on Genesys - Lithium Forum Integration, Please let me know.

Thanks,
Priya

[Dimitry]

Better to check with Genesys through an SR. Twitter and Facebook have defined API. Genesys does support Lithium Social CRM.

[cavagnaro]

Most likely you will have to build your own integration hub. Start asking to Lithium how they allow integration with 3rd parties and even before that, ask your customer, what does he wants to integrate and at what level

[thomas.sarnes]

Hi,

in the past PS of Genesys has got a Standard connector to Lithium. Unfortunatly they did not Keep this uptodate. 2 Years ago, we did this together with Genesys PS for Vodafone Germany. This is runnning now for nearly one year and a half.

But my recommondation is not to do this.

There are really a lot of difficulties with this - and although we put in a lot of effort, it doesnt run really well. The agents are not really happy with this.

if you dont have really a massive Problem how to handle the Forum interactions, Keep it out of Genesys. Maybe use something different for more easy interaction handling, but at the end Genesys is not the right platform to use.

If you have any further quetions, dont hesitate to ask.

Best regards, have nice xmas and good Arrival in 2017
Thomas

[Priya]

Thanks for the update.

Hi,

Could you please provide information on below questions:

What are the APIs/Webservices that Genesys exposes for Lithium ?

Can we write code at Genesys side to call some in Lithium ?

Thanks
Priya